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maya93's avatar
maya93
Just joined
4 days ago

Contract price different from the pre-contract documents I agreed to

Hi, 

I'm moving house on the 13th May and pre-ordered a router to be delivered on the 13th to my new address. 

The package I ordered was the M350 fibre broadband with no extras. The price I was sent on the pre-contract documents is £28.99 for the first 12 months. But I have just been emailed the full contract and the price states that it will be £66 a month which was not what I have agreed to. 

I have never had to pay for broadband before so this is my first time setting up an account with any ISP. Therefore I am not switching or moving internet from one house to another. 

Please can someone help me as I do not want to pay £66 a month when I was promised £28.99. 

Thank you

contract
M350
M350 Fibre
overhcharged
Pre-contract
wrong price
wrongbill

9 Replies

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 days ago

    Hello maya93 

    Thanks for posting and welcome to the community. Sorry for any confusion.

    I'll send you a PM now to assist further.

    • yjhoho26's avatar
      yjhoho26
      Joining in
      3 days ago

      Hello @John_GS,

      I have exactly the same issue here, could you please help me out as well?

      Thank you very much.

       

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 days ago

        Hey yjhoho26, thank you for reaching out and a warm welcome to the community, we are sorry to hear about your billing issue.

        What is wrong with the price, is it higher or lower?

        Please also remember the first bill is a double payment along with any extras such as activation fee's etc.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    Hopefully this will be sorted out. But if they don't agree to connect you at the agreed price you can cancel without any payment within 14 days of the connection. 

  • yjhoho26's avatar
    yjhoho26
    Joining in
    2 days ago

    Hello Virgin media forum team,

    I have the same issue here.

    The package I ordered was the M350 fibre broadband with engineer installation, no other extra.

    The price I was sent on the pre-contract documents is £28.99 for the first 12 months. But I have just been emailed the full contract and the price states that it will be £66 a month which was not what I have agreed to. 

    The first bill for me should be £28.99+£30 (installation fee)+£28.99 (plus one month in advance)=£87.98.

    But, the contract I have received shows I have to pay £162 for my first bill.

    Please help me sort it out, as I do not want to pay £66 a month when I was promised £28.99. 

    Thank you for your help.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 days ago

      Sorry to hear this so before we take this to DM, we just want to confirm a few things.

      So, your contract states £66 a month and not £28.99.

      Does the £28.99 state on your paperwork or is it the £66 that does?

       

      • yjhoho26's avatar
        yjhoho26
        Joining in
        2 days ago

        Hi,

        Yes, my contract states £66 a month, not £28.99.

        £28.99 doesn’t state on my full contract at all, instead, it states £66 for the monthly service charge.

        £28.99 only states on the pre-contract, which I was agreed to choose this scheme from your service.

        I don’t know why the full contract will be different from the pre-contract, and I think I am not the first one who has this issue. I hope it is clear enough.

        Thank you for your help.